About the role
Intake Clinical Counsellor About Lyra Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions. \n Purpose of the Job: To provide high-quality professional counselling, "in-the-moment" support, and intake services. Serves as the central point for clinical triage and scheduling for Lyra service users. Core
Responsibilities: Helpline & Crisis Management Serve as the primary first point of contact for employees and their dependents accessing the Lyra helpline via telephone, live chat, or email. Provide immediate "in-the-moment" clinical support to callers in distress, utilizing psychological first aid and stabilization techniques. Conduct comprehensive clinical risk assessments for every contact to identify potential self-harm, ideation, or risk to others, adhering strictly to Lyra’s risk protocols. Manage emergency interventions and coordinate with local emergency services or internal senior clinical leads when high-risk situations are identified. 2. Clinical Intake & Triage Conduct detailed clinical intake interviews to assess the user’s presenting concerns, history, and level of psychological distress. Evaluate the appropriateness of short-term counseling versus higher-acuity care pathways based on the clinical assessment. Utilize internal decision-making frameworks to assign clients to the most suitable professional within the in-house team or partner network, matching based on specialty and language preference. Accurately evaluate clinical needs to evaluate whether care should be provided within a structured, short-term framework. 3. Delivery of Clinical Sessions Provide high-quality, professional counseling and psychotherapy sessions to clients within a structured, short-term framework. Utilize evidence-based interventions (such as CBT or solution-focused therapy) to address client queries and specific mental health concerns. Ensure all clinical sessions are workplace-focused when appropriate, helping the service user improve their level of functioning and productivity. Maintain accurate, contemporaneous clinical notes for every session, meeting the legal and professional standards of the Indian healthcare landscape. Monitor client progress through regular outcome measurement and adjust treatment plans or escalate to the Senior CCM for complex review as necessary. 4. Advanced Scheduling & Appointment Coordination Systematically manage the daily clinical roster, ensuring optimal coverage across all shifts to meet real-time helpline demand. Coordinate and maintain the master calendar for all in-house counseling and coaching appointments, minimizing gaps and preventing double bookings. Act as the primary coordinator for booking, rescheduling, and managing cancellations, ensuring both service users and clinicians are updated in real-time. Monitor clinician availability and specialized skill sets to ensure clients are scheduled with the most appropriate professional. 5. Precision Data Capture & Database Stewardship Accurately capture and input all vital clinical information—including demographics, presenting concerns, and risk status—into the database at the point of entry. Ensure all data points required for case management (such as CORE-10 scores, session counts, and work impact metrics) are logged with high precision. Maintain database integrity by ensuring all case statuses and appointment outcomes are updated immediately following service delivery. Handle all sensitive clinical data with the highest level of confidentiality, adhering to global data protection standards and local regulations. 6. Operational Liaison & Cross-Functional Coordination Serve as the central point of contact to coordinate daily activities between clinical and operations teams to facilitate a seamless user experience. Manage the transition of cases between teams, ensuring all clinical and operational context is successfully communicated to the receiving professional. Act as a liaison to resolve logistical or operational bottlenecks between departments to ensure administrative hurdles do not impact care. Regularly communicate operational updates and capacity shifts to leadership to ensure the strategic vision is executed daily. 7. Miscellaneous & Continuous Improvement Upholding Lyra Values: Act as a brand ambassador by consistently demonstrating Lyra’s core values of clinical excellence, innovation, and empathy. Task Ownership: Ensure all allotted clinical and administrative tasks are performed with high precision and within agreed-upon Service Level Agreements (SLAs). Process Optimization: Proactively identify gaps in current workflows and take the initiative to propose solutions that enhance operational efficiency. Workshops & Content: Participate in opportunities to deliver onsite or online workshops and contribute to the development of clinical content and training manuals. Event Participation: Represent Lyra Health at professional events and webinars to promote the transformative care model and clinical research.